frequently-asked questions

how can I be sure you take both sides of the story into account when reaching decisions?

Our decisions are based on what we believe is fair and reasonable in the individual circumstances of each case. In doing so, we’re required to take account of the law, rules and good practice in the industry. This is the way in which parliament specifically intended us to operate.

We weigh up all the relevant facts and arguments. We then decide - on the balance of probability - the version of events that seems the more likely.

We ask both sides questions, listen to both sides of the story, and decide each case on its individual facts and merits - not on how cleverly or persuasively either side argues their case.